PinoCasino - 플레이어의 계정은 보너스 남용 혐의로 폐쇄되었습니다.

Hello,

Pinocasino has suddenly closed my account and withheld my funds, stating "bonus abuse" as the reason.

I made my first deposit of €100 and received a €100 bonus.

I played this in a slot called "Hotline" with a stake of €4.50 until the bonus conditions were fulfilled.

In the end, the bonus conditions were met, and I was lucky to have €2,401.50 in the account.

I absolutely cannot see any "bonus abuse" with any strategy or anything similar, as I simply deposited and played a slot.

After successfully verifying my account, I received an email stating that my account had been closed.

Do you have any idea what I can do, or can you help?

It's frustrating to see how a Malta-licensed provider behaves when they are supposed to pay out a player...

Hallo,

pinocasino hat mein Account einfach geschlossen und die Gelder einbehalten mit der Begründung "bonus abuse".

Ich habe meine erste Einzahlung in Höhe von 100€ getätigt und dafür einen 100€ Bonus bekommen.

Diesen spielte ich in einem Slot "Hotline" mit einem Einsatz von 4,50€ bis die Bonusbedingungen erfüllt waren.

Am Ende waren die Bonusbedingungen erfüllt und ich hatte Glück 2.401,50€ auf dem Account zu haben.

Ich kann hier absolut keinen "bonus abuse" mit irgendeiner Strategie oder Ähnlichem erkennen, da ich ja einfach nur eingezahlt habe und einen Slot durchgedreht habe.

Nachdem ich meinen Account erfolgreich verifiziert habe, bekam ich die Mail das mein Account geschlossen wurde.

Haben Sie da eine Idee was ich machen kann oder können helfen?

Es ist frustrierend zu sehen, wie ein Malta lizenzierter Anbieter agiert wenn sie mal einen Spieler auszahlen sollen...

Dear paulHebe,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that from the moment you activated the bonus until you fulfilled the wagering requirements, you played exclusively on Hotline with a constant stake of €4.50?

Could you please forward me the email from the casino you received after your winnings were confiscated? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

thanks for the quick reply.

Exactly, I deposited €100 for the first time and got a €100 bonus. With the €200 in my account I then only played the Hotline slot at a constant €4.50. I think 890 spins, so the bonus conditions were met. The bonus was also shown as having been successfully met. After that I was able to verify myself successfully and one day later I could no longer log in because the account was deactivated and the email came.

I have sent you the answer from the casino by email.

Thanks for the support

Hallo Veronika,

danke für die schnelle Antwort.

Genau, ich habe erstmalig 100€ eingezahlt und einen 100€ Bonus bekommen. Mit den 200€ auf dem Account habe ich dann ausschließlich den Slot Hotline mit konstanten 4,50€ gedreht. Ich glaube 890 Drehs, sodass die Bonusbedingungen erfüllt waren. Der Bonus wurde auch als erfolgreich erfüllt angezeigt. Danach konnte ich mich erfolgreich verifizieren und einen Tag später konnte ich mich bereits nicht mehr einloggen weil der Account deaktiviert war und die Mail kam.

Ich habe Dir die Antwort vom Casino per Mail zugesandt.

Danke für die Unterstützung

Thank you very much, paulHebe, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, paulHebe,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear PinoCasino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence? Will the casino refund his deposit? If not, why?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.